Mid-Market Customer Success Manager

Handshake; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health Insurance

Fertility benefits

LGBTQ+ coverage

Mental health support

Job summary

Handshake is seeking a Customer Success Manager to own a portfolio of SMB and Midmarket accounts in the United States. You will lead onboarding, drive product adoption, and build strong relationships across customer personas including Directors and above.

The role emphasizes proactive churn mitigation, renewal management, and collaboration with Product & Engineering to enhance Handshake’s offerings. Excellent communication and a data-driven approach are essential.

Qualifications

• Minimum 3+ years in Customer Success, Account Management or Consulting.
• Excellent presentation, communication, and interpersonal skills.
• Analytical and data-driven thinking with ability to summarize information for senior stakeholders.

Responsibilities

• Manage portfolio of roughly 60-75 accounts in SMB and Midmarket (<2500 employees).
• Own customer onboarding to ensure a seamless transition to Handshake.
• Drive product adoption through ongoing guidance and training tailored to customer needs.
• Build and nurture relationships with multiple customer personas, including Directors and above.
• Develop and execute customer success plans and monitor churn risk with regular updates.
• Lead customer calls and Quarterly Business Reviews (QBRs).
• Identify upsell and cross-sell opportunities and surface to Account Manager.
• Collect customer feedback and collaborate with Product & Engineering for improvements.
• Ensure renewals by delivering sustained value and assisting with renewal processes.
• Proactively optimize existing processes and assets to scale the team.

Skills

Customer Success

Account Management

Consulting

Analytical thinking

Communication

Cross-functional collaboration

Start-up experience

Business acumen

Self-motivation

Attention to detail

Job description

• Handshake puts the customer at the center of everything we do
• Our Customer Success team is the secret to making that a reality
• The Customer Success team is passionate about helping recruiters become more efficient, and is the driving force for the organizational change that helps our customers realize the full potential of Handshake
• The Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our customers
• This role involves developing strong relationships with customers, understanding their business needs, and proactively working to drive value and maximize their return on investment
• The Customer Success Manager serves as a liaison between the customer and various internal teams, advocating for the customer’s needs and helping to identify opportunities for growth
• In this role you will:
• Manage portfolio of roughly 60-75 accounts in our Commercial segment (SMB and Midmarket companies with <2500 employees)
• Own customer onboarding, ensuring a seamless transition to our products or services
• Drive product adoption of Handshake through on-going guidance and training that align with each customer’s needs and objectives
• Build and nurture strong, relationships with various personas on the customer side; including Directors and above
• Develop and execute customer success plans, proactively identifying and mitigating churn risk, tracking progress, and adjusting as needed
• Run and maintain regular customer calls and Quarterly Business Reviews (QBRs)
• Identify opportunities for upselling and cross-selling and surface these to Account Manager
• Collect customer feedback to advocate for their needs within the organization, collaborating with Product & Engineering to drive product improvement and enhancement
• Ensure customer renewals by demonstrating sustained value and partnering with Account Managers during the renewal process
• Take a proactive role in optimizing existing or building new processes & assets that enable the team to scale

Benefits

• Health Insurance: Comprehensive medical , dental, and vision coverage
• Fertility and family forming: Through a partnership, Handshake offers comprehensive family benefits, including infertility treatments and a $15K stipend, to its employees.
• LGTBQ+ coverage: All medical plans cover transgender services.
• Mental health: Discounts on a variety of wellness apps and an Employee Assistance Program with access to five free counseling sessions.
• Tax savings: Tax-advantaged benefits to save money on healthcare, dependent care, and other expenses.
• Life & disability insurance: Essential benefits and automatic coverage with basic life insurance, plus short-term and long-term disability coverage.
• 401k match: Dollar-for-dollar match up to 1% of pay, with a max of $1,200 per year.
• Equity: Our equity program includes grants at hire, refresher grants after two years of tenure, and grants alongside promotions.
• Financial management: Handshake partners to provide free professional financial planning services.
• Learning & development: Employees are provided with an annual stipend to use towards professional development, career development workshops, manager trainings, and 1-on-1 coaching through external partnerships
• Community leader support: Employee Resource Group leaders are compensated with a quarterly bonus for the high-impact work the role requires
• Parental leave: Leaves of 16 weeks for birth-giving parents and 10 weeks for non-birth-giving parents; the policy applies to adoptions as well. Handshake also partners to provide one-on-one coaching on preparing for leave and coming back from leave
• Flexible time off: No accrued time off or waiting period to take vacation. Two paid flexible holiday days off to observe holidays that closely align with religious, cultural, and personal needs
• Sabbatical: Paid six-week sabbatical to recharge and reset beginning at six years of continuous, full-time employment, and every four years thereafter
• Volunteer time off: Two days off for social and civil activism, volunteer work, and/or any related activities, including attending and participating in protests

Experience in Recruiting a plusAnalytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholdersAbility to collaborate effectively with cross-functional teamExperience in SaaS start-up a plusExceptional presentation, communication, and interpersonal skills3+ years in Customer Success, Account Management or ConsultingCustomer-centric mindsetStrong business acumen and deep knowledge of Customer Success practicesSelf-motivated with a positive attitude and excitement for workComfortable learning and working in a start-up environment5+ years work experienceQuick and agile work style with strong attention to detail